ICT Helpdesk Analyst

MicroSourcing; Manila; Hybrid; PHP 424,000 - 670,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking an ICT Helpdesk Analyst in Pasay City for a hybrid role. You will manage the Helpdesk queue, provide first-line support for Windows 11 devices, and administer Active Directory, Entra ID, and Exchange Online, while liaising with vendors and ensuring ITIL-aligned processes.

Requirements include a CS/IT degree and at least 2 years in a Service Desk or End-User Support role; strong English communication and problem-solving skills are essential.

Qualifications

• Degree in Computer Science, Information Technology, or related discipline.
• Minimum 2 years' experience in a Service Desk, Helpdesk, or End-User Support role.
• Experience supporting and administering Windows 11 desktops and laptops.
• Experience working in an Active Directory/Entra ID managed environment.
• Experience supporting Microsoft 365 applications and using ITSM/Service Desk tools in an ITIL-aligned environment.

Responsibilities

• Monitor and manage the Helpdesk ticket queue, including triage, assignment, escalation, and resolution of incidents and requests.
• Provide first-line support and first-call resolution for hardware, software, and end-user issues where possible.
• Administer user accounts within Active Directory, Microsoft Entra ID, and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops, and Microsoft 365 applications.
• Liaise with third-party vendors and service providers while maintaining clear communication with end users throughout the support lifecycle.
• Document detailed information for escalated issues and contribute to continuous improvement of ICT Service Delivery processes.
• Ensure strict compliance with company ICT policies, standards, and ITIL-aligned procedures.

Skills

Windows 11 support

Active Directory/Entra ID

Microsoft 365

ITIL familiarity

English communication

Ticket management

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ITSM/Service Desk tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: ICT Helpdesk Analyst

Location: Mall of Asia, Pasay City

Work setup & shift: Hybrid | Mid Shift

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an ICT Helpdesk Analyst, you will:

• Monitor and manage the Helpdesk ticket queue, including triage, assignment, escalation, and resolution of incidents and requests.
• Provide first-line support and first-call resolution for hardware, software, and end-user issues where possible.
• Administer user accounts within Active Directory, Microsoft Entra ID, and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops, and Microsoft 365 applications.
• Liaise with third-party vendors and service providers while maintaining clear communication with end users throughout the support lifecycle.
• Document detailed information for escalated issues and contribute to continuous improvement of ICT Service Delivery processes.
• Ensure strict compliance with company ICT policies, standards, and ITIL-aligned procedures.

What You Need

Non-negotiables

• Qualification in Computer Science, Information Technology, or a related discipline.
• Minimum 2 years' experience in a Service Desk, Helpdesk, or End-User Support role.
• Experience supporting and administering Windows 11 desktops and laptops.
• Experience working in an Active Directory/Entra ID managed environment.
• Experience supporting Microsoft 365 applications and using ITSM/Service Desk tools in an ITIL-aligned environment.

Preferred Skills/expertise

• ITIL Foundation Certification, or willingness to obtain certification.
• Experience supporting Microsoft Entra ID, Exchange Online, and cloud-based Microsoft technologies.
• Exposure to cyber security best practices and endpoint management tools.
• Strong problem-solving, troubleshooting, and ticket management discipline.
• Excellent English written and verbal communication skills with a strong customer service focus.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply